Epic Broadband NBN 25 (Home Lite)

Dodgy company – They charged me from credit card today (1 June 2021) even though their business ceased 1 month back and I moved to other NBN provider last month. Very dodgy business, there must have 0 star for this. Show details

Epic fail! – Epic NBN. I guess they knew they were always going to be a (epic) failure. Couldn't connect me after 6 days. Connected to another service within a few hours. Couple of weeks later out of the blue, they disconnect my working service and transferred me over. I was charged pro rata + a month in advance $95. Worked for only 2 days before being… Read more

disconnected. Went back to Tangerine with open arms and have had no problems since. Have complained to TIO for a refund but now that the company have disappeared, I'm not likely to get any money back. Unfortunately for others, the loss may be more.

Epic Disaster – From sign up first problem have already there... Late modem delivery. Modem arrived and haven't been configured. I though, well new company hopefully getting better in the future. But with 2 outages within 3 months and when they have second outages nationally. They have just choose to run away... Just gone and cannot be contacted. 0 star.. i am back withmy previous provider and report EPIC to TIO... Scammer Show details

Stay Away – Signed up to get good deals and I was happy for the moment. Then everything dropped, the internet and never came back. Website, Facebook all gone. Complete fraud. I switched to another NBN provider and super happy with Flip Connect.  Show details

There Are Better ISP's in North Korea – Quite possibly the worst experience I've ever had with a company, full stop. - Signed up three months ago, and during my three months of service they double billed me for two of those months, with $150 outstanding I've contacted my bank to dispute. - Customer service is non existent. Their number would never connect you to a human being when you… Read more

needed it, and all emails go unanswered. - Their live chat service on their website never operated, and their Launchpad app was never published to the Google Play store. - As of 06/05/2021, they shut up shop and left all their customers disconnected, forcing a mad scramble to other ISPs who could connect them before the weekend. Their website is now dead and they are uncontactable.

How a company in Australia can attract a swathe of customers and then disappear in a night is beyond me. I look forward to seeing the rest of this train wreck unfold and wish the best of luck to those like me who are in the process of reclaiming their funds.

The worst service and experience – Please please do not go with epic as it is the worst company to deal with. The worst customer service oh sorry they done have any customer service at all....  Show details

No internet and no response – I had patchy internet for the first couple of days and now I haven’t had internet for 3 days . Called several times as well as emails with no response. Seems they have sit up shop and taken my money with them. Show details

EPIC Broadband (Now called as iplex Broadband) has stole peoples money and ran away !!! – From 6th May night Epic Broadband stopped working and no respond to phone calls or online chat. On following day website was also changed can't send messages anymore. Australian authorities should not allow these dodgy fools to play with public money. Show details

Epic failure – DO NOT GET EPIC! The internet has been down since 06/05/2021. They do not respond to chat, calls or emails. Now their website is down too. There was no communication regarding this before or during the national outage. I am trying to get my subscription cancelled. I can’t do that because they don’t have a membership portal anymore. Show details

Big scammers – Dissapear after second day of the service. Charged a month bill in advance without any notice. Charged $50 for a month while I have selected $35/month plan on singing up. Show details

Don't wait guys, run – Don't wait guys, I just sign up with other. And they said service could be activated 24 to 48 hours include weekend. (But you need modem that's not locked to any provider) I will then fill a claim through bank to get money back as I doubt Epic will give any refund. Pretty sure they probably realise won't get any customers after this. So they… Read more

probably packed their bag with cash and start to have their epic Friday night and epic weekend ahead. Don't waste your time waiting.

Even though they offer competitive price but with no customer service or outrages like this. You are not saving anything.

Customer service, what customer service – Placed order i week before it was required. The day came and no contact from them apart from we have received your order. Rang in afternoon and it took about 45mins for someone to answer the phone. Gave details and they found it and said we will put that through to the nbn now! Should be active within 12 hours! This was a friday. Nothing by… Read more

saturday morning. No customer service on weekends. Eventually activated in afternoon. Has been working for about 4 weeks. Now internet not working. No customer service after 6pm. Link for chat doesn't work on their website. Rang phone number. On hold 1 hour then it kicks you off. Tried again, after another hour it kicked me off again. Have now placed an order with another ISP. Absolutely terrible customer service. I do not recommend them

next to useless. Avoid – 4 major outages in 3 months. Almost impossible to contact. I’ve never had speeds above 12mbps even though I’m in a 25 plan. It seems to hold up a lot as well, so I suspect the rate is fluctuating wildly with lots of mini dropouts. Wanted to support a small org but these guys are beyond useless. It’s a false economy to sign up to them. Pay a few bucks more and get something reliable. I’m swapping ASAP Show details

No internet connection and no customer service – I am with epic broadband and have no internet since yesterday. Been trying to call for hours, no answer, their email address bounces back and the chat option on their site does nothing. Sadly not the first time I have had a no customer service experience like this. Have they closed down? When the connection was up and I don’t need customer service they were great. Show details

Worse internet provider in this world. Zero star not 1 star – Worse internet provider in this world. Zero star not 1 star. No internet No one will answer call after 5 hours waiting even No live chat service Looks like dead or bankrupt business after stealing money from customer Show details

Great then Dismal – Worked great for 2 weeks. Now crashed with a thud. Facebook presence has gone overnight so it's not a good sign thatvthe business even exists now. Cannot contact anyone and they have close to a month's fee from me for providing nothing. Stay away! Show details

No connection after 3 days SHAME SHAME SHAME no answer – Signed up and received "in progress" email and they disappeared. Still no answer or email yet after 3 days and no connection. Chat doesn't work and they don't answer the phone. THEY ARE LIAR. They said in the email you'll be charged $99 if cancelled the order .. WTH????? Show details

The Worst ISP in Australia. Period – - Super Slow Speeds - Terrible customer service - I was sucked in by the pricing. Before EPIC, I had a rock solid connection for 8 years with my previous ISP. I'm on HFC so never really experienced any congestion or slow downs at all, until EPIC. I decided to make the change to EPIC due to price only, this was a huge mistake. EPIC's spiel is… Read more

"Local Aussie Support, Fast Un-Congested Speeds, Fast & Simple Transfers"

- Local Aussie Support. They don't answer the phone, so its tough to know whether the support is based in Australia. The only way to get through to them once your already a customer is to say your a 'new customer' then they pick up the phone immediately, otherwise it just rings out.

- Fast Un-Congested Speeds. I came from a 50/20 plan on my existing ISP, and went down to a 25/5 plan with EPIC. Of course I expected a slower connection, but I could barely get 500 Kb/s down, and 100 Kb/s up. I contacted EPIC through online chat about 5 or so times to discuss the matter, in which they went through the usually channels with logging the fault with the NBN. It was no co-incidence that the poor speeds only occurred after I churned to EPIC. They ended up blaming the poor speed on bandwidth issues. In other words, they were not buying enough bandwidth from their wholesaler to accommodate their customer base. Their fix was they that were doing something about it in a months time. Real vague, utter crapola.

- Terrible Customer Service. They never followed up anything. Getting confirmation of any progress on the issue was non existent. They are clearly overwhelmed and have absolutely no idea how to run an ISP. To cancel the connection, churning to another provider was not enough. I had to send them an email to confirm that I wished to cancel my connection, and send them a DNA sample.

- Lastly, I churned to Launtel. This confirmed by suspicion that EPIC is crap, my speeds were immediately improved to what is expected on a 25/5 connection. 2.8 MB/s down and 600 kb/s up. Very sub-par connection, and they still charged me. Well done. Buyer Beware!

“Epic” service to ''EPIC FAILURE" – Switched recently. Had no update and I called but was on hold for a long time. I attempted the Facebook chat and a wonderful person not only followed up but also sent the activation emails. The internet wasn’t working and was told that the service is active and my router requires settings. I’m not tech savvy and went on Facebook again. The… Read more

wonderful person asked for screenshots and walked me through the whole setup. Speed is also fantastic. If you’re interested in value for money, look no further. UPDATE (10/05/2021) - So, the service went down. No internet for the past 5 days now. Working from home affected badly. At first gave the benefit of the doubt but zero comms, on hold for hours, website had a 'nation wide outage' message which wasn't there and now the website is down. Emailed contact and nothing. I am gobsmacked and still shocked. Kids have no tv to watch. I'm changing providers and will file a complaint with the ombudsman for a refund. Will call NBN to check on their vendor (Epic) as to what happened.

Shocking customer service couldn't even get the plan off the ground – I spent approximately 10 hours on hold to try and talk to customer/tech support. They were also horrendously slow to respond to emails. Their online customer portal also didn't work. After trying to get in contact with them for so long, I gave up and went to another provider (who sorted it in 2 hours). Ironically when I emailed to inform Epic that… Read more

I had done this, they were then VERY responsive.

Once I was talking to people it was fine, but their infrastructure is clearly behind their competitors. Not worth it for now, especially given their competitors are offering the same prices.

I can't imagine a company can run like EPIC. No care about customer! Dead service! – I have an issue of the payment of their modem. I received their email mentioned the payment failed, they told me they would proceed the payment three days later. I replied them less than one minute and transfer money from saving account to smart account. Then, on further reply. I send them another email to request their proceed the payment as… Read more

early as possible. Auto-reply was saying they will deal with this in 48 hours. But no reply in 48 hours. They committed to proceed my modem payment again in three days, but not proceed at all. So I tried to contact with them. Call, no answer! Online chat, the button is dead! Email, no reply. I tried to comment on their Instgram and complain my issue. They deleted my comments and message me. They were arguing I missed the time to pay. I told them, I prepared the money ready when I submitted my order at the first time. As no updates and no further notification, I didn't know what the exact time they will charge me. Ok, it's my fault because I paid for my lunch bill using my card, and don't know they will charge me after that lunch! Alright, if there is any issue occurred, EPIC is ready to blame the customers. That's their principle. Another interesting thing is they started to charge me the network fee when I had never gotten a modem. How can we trust EPIC Broadband? How? They replied me on Instgram the cancellation time will have another 30 days! I made an order on Monday, Friday I want to cancel my order. They will do it in 30 days. Please keep your word, do it in 30 days.

Absolutely totally rubbish – I joined on 23rd March 21 and ordered their modem in total they deducted $215.81 being for the service in advance and the modem, it’s now 12th of April and still have no modem and can’t use the service. You simply cannot get hold of them in under 30 minutes on the phone and when they finally return your email they say they are sending it but never do. Total rubbish service I would stay away at any price. Show details

Service is not Reliable – My service with this Company was cancelled on about the 4 February with a refund lodged into my account on the 5 February. On the 2 April 2021, they deducted another payment from my account. But when I rang them they told me that the account was not closed and I would have to go through a certain process to have the account cancelled and maybe I… Read more

would have April payment refunded to me when they completed the process on their end. I personally feel that this is fraud and I would definitely not recommend this company to anyone, they are not honest or reliable in my belief.

Very unreliable every second day speed goes to 1 Mbps – It's been a week I am not happy with service first of all no proper opening times for technical support, secondly speed is not reliable at all for 25 Mbps I don't get more than 12 Mbps every second day it goes down to 2 Mbps and sometimes it's not even 1 Mbps  Show details

Very helpful – Have just got epic NBN. I had a little trouble setting things up . I did not know how to setup but after 2 chats to epic all is working Very helpful and went through step by step with me Just watching YouTube so quality is very good  Show details

Most patience customer service ever! – As per normal, the Australian NBN service took it's sweet time to activate my new service, and the Epic customer support staff were amazing. They constantly checked for other underlying issues and rang the NBN to chase my order. Then once it was all processed the net still wouldn't work. It was my first time using a NBN white box. The most… Read more

paitence Epic customer service person sat with me trying to get the net working and it turned out it was me trying to colour co-ordinate the yellow cable with the yellow sockets on the modem! ha ha! Speeds are what are advertised. I am so happy to have a budget internet that I can afford as a Uni student. It's worth it, if you want to save some money.

Absolutely no problem – I just switched (within 24hrs), with a BYO modem. I was able to connect up within about 10 mins - it all worked with no problems at all. Speed was what I expected (22.5mb/s). P.S: After it connected I found I had a problem with Netflix streaming on the TV (everything else was working). I asked EPIC if they had any suggestions - they got back to me within1 hr with the solution - again easy fix. Very satisfied. Show details

Support Agent Edward was fantastic. Kind and patient – Had troubles at the start with NBN churn block. Then modem configuration troubles. Yes, it was difficult to reach for help, but the last support agent I met was fantastic and very helpful. EDWARD was kind and very patient. He went through STEP BY STEP even it was OVER HIS WORKING HOURS. My parents who are not good with technology and had many days… Read more

of troubles until he helped them out. They've done the same steps and wouldn't work, but when Edward went through with them, a miraculously it worked! I don't know what he's done but it worked! Thank you again Edward!

Do Not Use Them – I have been using Epic for 2 weeks. Started off really good, all websites load, Netflix and all other streaming services were good, albeit a bit slower than Aussie Broadband, but still good for us. Now for 4 days now I cannot watch Netflix, Amazon prime, news.com.au doesn't work. We are a bit annoyed now because this issue is still not fixed… Read more

despite chatting/emailing them many times. I am going to go back to Aussie but the guy on chat said there is a 30 day disconnection period wth. Does not say anywhere on the website. Anyway I emailed cancellations@epicbroadband.com.au that I intend to cancel and no reply. Going to go to the TIO to get my money back so I can get off this joke of a company. William

Simple Rego. Easy Set-Up & Affordable – The connection process was simple. Purchased online. Epic scheduled an NBN crowd came to the apartment to connect NBN. Bought my own VDSL2 (for NBN) modem so got their live chat to assist with modem configuration in less than 5 minutes and boom have fast NBN internet. Its that simple. Epic is a new and boutique NBN provider, hence it is… Read more

reasonable to assume they don't have much staff so be patient when seeking assistance.

GOOD PRICE. GOOD NBN INTERNET. GOOD LIVE CHAT ASSISTANCE.

RECOMMEND TO ALL.

Epic? More like Pathetic – Every time I contacted customer service they kept me on hold indefinitely until I got annoyed and then answered. Had to prod them every time. Pathetic customer service. Stay away! Show details

Worst service – No cooling period Worst service and customer support Internet is fluctuating and the PlayStation network not connecting. Support number not working for last 3 days Email responses don't have an SLA. They charge two months in .advance payment  Show details